Director Workforce Management

Location Details: United States Remote

At GoDaddy the future of work looks different for each team. Some teams work in the office full-time; others have a hybrid arrangement (they work remotely some days and in the office some days) and some work entirely remotely.​

This is a remote position, so you’ll be working remotely from your home. You may occasionally visit a GoDaddy office to meet with your team for events or meetings.  

This position is not eligible to be performed in Alaska, Mississippi, North Dakota, or the Virgin Islands.

Join our team

With 20 million customers worldwide, GoDaddy is the place people come to name their idea, build a professional website, attract customers, and sell anywhere in the world.

At GoDaddy, we are seeking an outstanding individual to join us! Our Care & Services Operational Planning & Logistics is hiring a driven Director to lead the US/CAL Command Center through expertise in data, operational excellence, and innovation. In this role you will be leading a committed team to ensuring we optimize day to day operational logistics supporting over 2000 guides servicing GoDaddy customers across the United States, Canada, and Latin America.

What you'll get to do...

• Direct a team of command center analysts responsible for contact center queues, customer wait times, service level performance, and operational trends (contact volume, handle times, contact containment, guide idle time, etc.), including working closely with operations teams to balance intra-day results across multiple queues, fast-paced departments, and channels
• Lead employee execution while driving process innovation and ensuring we deliver on operational performance expectations and regional strategy, while continually optimizing the business
• Expand vision and structure for the Command Center to guide specialization and alignment to the businesses supported while providing clear scope, roles, and accountability
• Develop and advance standard operating procedures and playbooks, collaborate with EMEA/APAC command center teams to drive consistency and scalability of process and speed of response
• Handle intra-day coverage and scheduling of guides including schedule creation, optimization, shift bids, adjustments, time-off allotments, and off-phone activities
• Lead intra-month performance including short term forecast adjustments and intra-day and intra-week operational performance projections, including service level projections, average speed of answer, and abandon rates
• Drive levers and responses during periods of high wait times following predefined playbooks and approved actions, including putting up customer facing messaging and communicating any potential business issues to leaders
• Lead all aspects of all holiday planning, closures, and hours of operation changes, as well as all guide skilling, audits, and skilling recommendations
• Work alongside operations leadership to provide operational insights, understand customer experience objectives, and make recommendations on strategy and to optimize performance of the business
• Partner with Forecasting and Planning on headcount planning and scenario modeling and sizing of potential business changes
• Drive innovation, continuously assess, redesign, and optimize processes to ensure they are repeatable, balanced, and scalable
• Hire, develop, and maintain a high performing team of analysts with a focus on continued development and up leveling of skills

Your experience should include...

• Confirmed experience with contact center operations of similar scale, including experience with their tools, metrics, and reporting systems such as Cisco Unified Intelligence Center, Avaya, Genesys, Nice Workforce Management (IEX), Nice Webstation, and expertise level experience with Aspect/Alvaria is required
• Demonstrated experience leading a workforce management, real-time adherence, or command center type function; experience leading scheduling functions required, while up leveling skills, building an outstanding community and driving an incredible team and workplace environment
• Expertise level experience including, but not limited to, standard contact center metrics, reporting, and tools to ensure optimal performance across multiple contact channels and agent groups, including outsourced partners
• Strong process improvement and process design skills that improve efficiency, repeatable outcomes, visibility, and collaboration
• Ability to collaborate to develop and cultivate excellence in customer experience strategy across multiple products and businesses; ability to lead change cross-functionally
• Ability to prioritize and measure results of their team against interpersonal priorities and strategies
• Strong communication and teamwork skills, including the proficiency to communicate and collaborate equally well with senior leaders, business process outsource partners, and cross-functional teams
• Proficiency with Microsoft Office (including statistical and worksheet functions), business intelligence applications, and databases required
• A strong focus on customer satisfaction and a dedication to providing outstanding service and support

You might also have...

• Basic data mining capabilities alongside SQL and Tableau report creation and modification capabilities
• Bachelor's degree in a related field or equivalent experience

We've got your back...  We offer a range of total rewards that may include paid time off, retirement savings (e.g., 401k, pension schemes), bonus/incentive eligibility, equity grants, participation in our employee stock purchase plan, competitive health benefits, and other family-friendly benefits including parental leave. GoDaddy’s benefits vary based on individual role and location and can be reviewed in more detail during the interview process.

We also embrace our diverse culture and offer a range of Employee Resource Groups (Culture). Have a side hustle? No problem. We love entrepreneurs! Most importantly, come as you are and make your own way. 

About us...  GoDaddy is empowering everyday entrepreneurs around the world by providing the help and tools to succeed online, making opportunity more inclusive for all. GoDaddy is the place people come to name their idea, build a professional website, attract customers, sell their products and services, and manage their work. Our mission is to give our customers the tools, insights, and people to transform their ideas and personal initiative into success. To learn more about the company, visit About Us. 

At GoDaddy, we know diverse teams build better products—period. Our people and culture reflect and celebrate that sense of diversity and inclusion in ideas, experiences and perspectives. But we also know that’s not enough to build true equity and belonging in our communities. That’s why we prioritize integrating diversity, equity, inclusion and belonging principles into the core of how we work every day—focusing not only on our employee experience, but also our customer experience and operations. It’s the best way to serve our mission of empowering entrepreneurs everywhere, and making opportunity more inclusive for all. To read more about these commitments, as well as our representation and pay equity data, check out our Diversity and Pay Parity annual report which can be found on our Diversity Careers page.

GoDaddy is proud to be an equal opportunity employer. GoDaddy will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Refer to our full EEO policy.

Our recruiting team is available to assist you in completing your application. If they could be helpful, please reach out to [email protected]. 

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

GoDaddy doesn’t accept unsolicited resumes from recruiters or employment agencies.